Case Study: a leading eCommerce marketplace boosts sales by 50% with Trantor customer support solutions

a leading eCommerce marketplace boosts sales by 50% with Trantor

The customer, a leading eCommerce marketplace, faced challenges with negative branding and low customer satisfaction. Their challenge was to establish a process-driven outsourced customer support operation to handle queries, escalations, and fraud control. Trantor was engaged to provide a solution using their customer support services.

Trantor implemented a multi-channel support solution with specialized teams for risk management, fraud investigation, and priority customer support using industry-leading CRM tools. This resulted in a 50% increase in annual sales and a 180% reduction in customer support operations cost. Trantor also achieved 97% SLA compliance and delivered a WOW customer experience.